“It’s not what you know; it’s what you use that makes a difference.” Zig Ziglar

Operational Excellence is an organizational work method that improves the way a corporation delivers products and services to its customers. Operational Excellence calls for more than specific expertise and a talented working team. It requires a profound commitment and striving of continuous improvement to solve today's market challenges of efficiency and cost.

We are expert in a range of industry functions crucial to successful business performance. Our industry experts deliver advice to clients in all parts of the value chain.

1. Operational Audits

2. Performance measurement Design

3. Balance Scorecard

2.1. Operational Audits
With our unique methods and processing units to assess and improve the use of time spent on each contact-handling sub-activity, and the status of each supporting system.

The detailed measurement of the use of time in systems and interactions in a sample of activities produces a unique analysis of processes and operations. 

Our assessments are used for:

• productivity reviews

• capital investments

• training initiatives

• base-lining change

• Pre- and post-acquisition due diligence.

We undertake projects in support of clients wishing to benchmark their outsourcers and outsourcers seeking to demonstrate standards to their prospects and clients.

By assessing a representative number of transactions we can determine the value of change – in people, process and/or technology.  We can also assess the impact of workload fluctuations

Phase 1: Discovery
We review and assess all major components in the service definition and delivery chain using:

• representative contact sampling using our unique contact analyzer toolset

• structured interviews with operational and support staff

• benchmark questionnaires to help position the performance of the contact centre in relation to its competitors

• analysis of key processes affecting the customer experience

• anonymous interviews and questionnaires with contact centre team members

• Qualified observations.

Phase 2: Design
We work with clients to develop an agreed action plan for change that is both realistic and achievable.  The plan is aligned to the strategic business goals and is supported by a cost-benefit analysis.  Our approach is inclusive – input from all key stakeholders is gathered and our analysis regularly shared.  All ultimate action is based on facts gathered:

• Bottom-up to gain an understanding of the dynamics of individual contacts and how they are segmented

• Top-down to place any action in a strategic context.

Phase 3: Delivery
Results are delivered and benefits realized. Our analysis will provide a detailed understanding of the use of time and efficiency of the operation.  We will identify those systems and practices with a viable ROI for improvement.

Capabilities include:
Strategic performance measurement: Design of a balanced scorecard of key performance measures at board level to align the navigation of the business with strategic objectives.
Functional/operational performance measurement: Development of performance measures at a functional and operational level to optimize both organizational effectiveness and efficiency.
Benefits realization management: Development of performance measures as part of programs and changes projects to manage benefits are realized.
Outsourced contract performance governance: Development of performance measures as part of a wider governance system to control and monitor large outsourced contracts.
Performance measurement process design and implementation: Design and implementation of processes and systems to deliver a fully operational performance measurement system.

2.3. Balance Score Card
The Balanced Scorecard is theory developed by Drs. Robert Kaplan and David Norton. It provides a framework for measuring company strategy and performance, which translates your strategy into a set of tangible objectives. The Balanced Scorecard defines the key matrixes you should examine and how you should measure them. The theory also examines how to monitor your progress towards goal attainment, so you can react to deviations from the plan.

Smart companies plan their development for both the near and far future. However, coming-up with a good strategy is not always simple. And even when you have a solid strategy, trying to measure your success can be even more complicated. With Balanced Scorecard, you can access any data on any platform and you can apply the same performance management principles across all areas of your business

The Balanced Scorecard defines the key matrixes you should examine and how you should measure them. The theory also examines how to monitor your progress towards goal attainment, so you can react to deviations from the plan.

In order to translate the company’s strategy into a reality, the theory of Balanced Scorecards believes we should work from four perspectives of measurement